System Voice Mail Promots 1

[AlaaNajem]

Dear All,

I have installed BCM 400 version 3.6 at customer site. it was successful installation. I have configured the Unified desktop messaging. But the problem is when the sender want to send the fax the callpilot will generate prompt voice greeting message saying that (The person you are calling is not available......).

First step I have recorded a greeting message saying that (You have reached the fax ....). But also the callpilot will generate the same previous greeting message (The person....) which the customer do not want it and want the system to generate the fax tone instead.

If anybody has any idea how we can generate the fax tone in Unified desktop messaging or at least remove the default system greeting.

 

[biv343]

By default the system will play the mailbox greeting when receiving a fax. Once the greeting is done playing and the system detects the fax tone, it shifts gears to fax mode. There's a way around it, but it requires Nortel ITAS to dial into your BCM and change it - they haven't made the details of this fix/workaround public knowledge, as far as I am aware anyway.

 

[kategiland]

Dear biv343 (or anyone who knows),

My organization would love to know more about how to get the outgoing message NOT to play when a fax is being received in a personal mailbox. Do you know if the fix you reference above works for mailboxes that are being used for voice messages as well as faxes?

Our vendor is having trouble getting Nortel to act like they have any idea about this fix. Do you have any hints or anything we could mention to them to get them pointed in the right direction?

 

[biv343]

BCM must be at release 3.5 or higher for this to work. On the BCM 50, it can be done by the system admin without Nortel intervention (same on BCM 4.0).

This assumes that you are using a separate target line as an express messaging line. If you are not using a separate target line/express messaging line, then there isn't any way around this.

All it should take is a call to Nortel support, explain that you want to have separate target/express messaging lines configured as fax only. It doesn't take them long to change.

 

[kategiland]

We're on a BCM 3.7. The mailboxes in question do have a separate DID/phone #/target line for faxing purposes, but both fax and voice messages go into the same box.

Are you saying that this switch will only work if the line/box in question is to be used only for fax purposes? i.e. the switch will forever stop the outgoing voice message from playing, rather than just not play it when a fax call is coming in? (it's one or the other, not both)

 

[biv343]

Yes - this should only be done on target lines that are used as express messaging lines for the function of receiving faxes. This forces the system to answer with a fax tone instead of a normal greeting.

For example, mailbox 221 has express messaging line 241 configured for inbound faxes, and target line 242 rings to the phone and goes to voicemail if not answered. ITAS would need to know which target lines are used for fax, and they will reconfigure the lines to fax only. When a call comes into line 241, the system will see it as a fax only line and will answer with fax tone and route the fax to mailbox 221.

As mentioned before, the option to do this yourself exists in the BCM 50 today, and will also exist in BCM 4.0. Not sure why it never got rolled into 3.6 or 3.7.